Not able to pair replacement Surface USB Link with Surface Headphone 2+

Hi Roy_Cheng

We are currently working on this internally. I'll get back to you as soon as I received an update.

We appreciate your understanding and cooperation.

Regards,

Lavenia

I understand your frustration, and I’m sorry for the inconvenience you’re experiencing. I can barely imagine the amount of time and effort you must have invested in trying to resolve this issue.

To answer this: how can we pair with Surface Headphones 2+ through with new replacement "Surface USB Link" Dongle?

The steps were provided in the article you published on how to pair your new replacement Surface USB link with your Surface headphones. There are no other options that I am aware of for connecting the replacement USB Link to the Surface headphones.

I am checking this with my internal team for more information and further help. I will get back to you with the details as soon as I got a response from them.

I appreciate your patience on this.

Hello, Lavenia A

Sorry to say that, but I think you may not get my question and key point, my problems is how can we pair with Surface Headphones 2+ through with new replacement "Surface USB Link" Dongle? it not my Surface Laptop problems, the problems is why the new Dongle can't recognize in Surface App. I have try to borrow the new one Surface Headphones 2+ and dongle form my friends and it can pair through original Dongle to pair with Surface Headphones 2+ in my Surface Laptop. (This will prove that is not my computers problem.)

Could you please help try this situation in Microsoft internally? or need you help highlight to your internal technical department for support? And this is not an isolated case, it seems that many people have the same situation in Microsoft community and also no get any fix solution.

Thank you!

We're sorry if none of the solution works. Despite of all the troubleshooting steps we have gone through, it would be best to reach out to our live support team for further help as they can check your device remotely. You may reach them by following the instructions below.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You may also check this post from Barb Bowman and follow the steps with screenshots on how to reach out to our technical support team: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community.

Hello, Lavenia A

Yes, I already try those steps which you provided. But the situation is the same with my Surface Laptop. And the problems also can reproduce in other Surface Laptop from my friends. Our Surface Laptop system all update to date.

I think if we lost original "Surface USB Link" dongle which include in Surface Headphones 2+ package, there is no way to pair with new buy "Surface USB Link" dongle for end user and that's my summary result. And I think the problems is why the new buy or apply replacement "Surface USB Link" Dongle can't recognize in Surface App, so the dongle can't through the App to pair my Surface Headphones 2+. Anything good suggestion? Thank you!